This document discusses the "CF_Generic_Unspecified_Rejection" error message that CTI Test reports when you troubleshoot agent login problems in an IP Contact Center (IPCC) environment. This document focuses on the source of the error and possible solutions.
Cisco recommends you have knowledge of these topics:
The information in this document is based on Cisco ICM version 4.6.2 and later.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Refer to Cisco Technical Tips Conventions for more information on document conventions.
In a Cisco IPCC ICM environment, agents report an inability to log into the CTI Server. When you use CTI Test to troubleshoot the problem, this error message appears:
Or using dumplog utility to dump the JTapi log file, the following
error message is identified:
Address xxxx is not in provider's domain
You can use one of these two methods in order to verify the problem:
On the Peripheral Gateway (PG) where CTI Server resides, use the dumplog utility to dump the JTapi log file, and verify this error.
Note: The log information appears over multiple lines in this document due to space limitations.
/cust <cust_inst> /node jgw<jtapi_instance>
15:32:40 PG1A-jgw1 Trace: performAddCallObserver: Provider
hit exception in getAddress for address:
Address 5002 is not in provider's domain
Note: The letter c represents the drive where you have installed Cisco ICM. If you have installed ICM on a different drive in your configuration, use your drive letter.
Complete these steps on the PG where the CTI Server resides:
Choose Start > Run.
The Run dialog box appears.
Type cmd in order to open a DOS command prompt.
Type ctitest in the command prompt, and press Enter.
Note: Refer to Use CTI Test to Troubleshoot Agent Login Problems to create the agent profile that has reported the failure.
Attempt to log in with the agent ID password and instrument.
Here is an example of the error that appears for login 1111 1111 /instrument 5002:
Note: The information in this example appears over multiple lines due to space limitations.
CTITest: 15:32:30 Trace:
15:32:30 Trace: ... session #1 trying CTI Server on side A
(geolab4pg1a port 44027)
15:32:30 Trace: ... session #1 connected to side A after 10 ms.
15:32:30 Trace: ... session #1 opened after 101 ms. CCTime:
15:33:09 PGStatus: NORMAL Peripheral: OnLine
15:32:30 Trace: EnterpriseAgent AgentID:1111 State:LOGOUT
login 1111 1111 /instrument 5002
CTITest: 15:32:40 Trace: *** SET_AGENT_STATE_REQ failure
err:10114 after 491 ms. ***
Complete these steps for a successful CTI login in an IPCC environment:
Ensure that each Cisco IPCC Agent has a Device Target record configured within the ICM configuration. The Device Target record contains a Config Param field, as shown here:
| Enterprise Name
|| Global Address
|| /devtype CiscoPhone /dn 5002
In this sample configuration, the Agent Extension Length for all configured Agents on this IPCC site is the 4 digits of the /dn parameter as defined for all Device Targets. Therefore, the agent must login with a four-digit Agent ID.
The extension for the sample device is the four digits of the /dn parameter, for example 5002. When you run the Cisco ICM Setup for the PG, you specify an Agent Extension Length of “x”. Figure 1 – Enterprise Agent Configuration (PIM 1)
Confirm that the Agent Extension Length (see Figure 1) equals the number of digits with which you attempt to log in on the Agent Desktop application.
Verify whether you have configured the User ID and User Password for the JTAPI User in the Cisco ICM PIM configuration (see the IPCC Parameters section in Figure 1). In this example, the User ID is pguser.
Note: Enter the same User ID and User Password for the PG on the Cisco CallManager Administrator web page when you add the PG as a new user.
Open Cisco CallManager.
Verify whether you have configured the User ID and User Password for the JTAPI User in the Cisco CallManager (see Figure 2). These values must match the User ID and User Password entered in the ICM PIM configuration. Figure 2 – User Information
Verify the association between the phone and the JTAPI User. Associate pguser (JTAPI User) with a specific phone in order to build the association. Complete these steps:
Click Device Association. The list of Available Devices appears (see Figure 3).
Check the extension 5002 check box.
Clear the selection of Primary Ext. in the same row.
Click Update in order to add the phone number to the user device association list. Figure 3 – User Information
If the Agent is still unable to log in, and the Agent Login ID is verified, complete these steps:
Turn up IPCC tracing.
Reproduce the Agent Login failure through CTI Test.
Collect a text clip of the failed CTI Test login.
Collect the JTapi, PIM, OPC, and CTIServer log files. Refer to How to Use the Dumplog Utility for more information.
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